Investigation/ Customer Engagement Specialist

KIVORK is an IT product company specializing in travel. We are currently looking for an Investigation/ Customer Engagement Specialist in order to ensure more reliable and effective communication with our customers.

Requirements:

  • 1+ years of experience working with complaints and reviews  
  • Customer Care knowledge
  • Ability to write official emails/ letters
  • Working with Online reputation/Reviews platforms: Facebook, Trustpilot, Google, etc.
  • Fluency in English 

Main duties and responsibilities:

  • Maintain qualitative customer communication and demonstrate listening skills
  • Resolve complex and escalated customer service issues by clarifying the customer’s complaint; determining the cause of the problem; providing appropriate solutions and alternatives within the time limits, and following up to ensure resolutions
  • Maintain accurate records and document all customer service activities and discussions
  • Reply to all incoming reviews and complaints
  • Monitor all platforms: BBB, DOT, Attorney emails, Google Business, TrustPilot, Facebook
  • Investigate the bad feedback and provide a positive outcome for customers and the company
  • Analyze the platforms and keep up to date on the methodology of dealing with reviews
  • Take the issue offline and collaborate with the customer before posting any replies 

What you’ll love about us:

  • An official job with an employment record 
  • Paid vacations, holidays and sick leaves
  • Motivating salary
  • Comfortable office downtown
  • Great company culture, American-style management. Everyone is positive and respectful
  • Intelligent, young and friendly team
  • Career growth opportunities